CIO-210
Chief Information Office
We sustain our Nation's forest and grasslands by delivering seamless
information solutions through our Customer Focus; Innovative Solutions; and,
Openness and Collaboration.
OUTREACH NOTICE
Client Liaison R6, Program Specialist
GS-0301-12
The USDA Forest Service, Chief Information Office will be filling 1 Client Liaison R6, Program Specialist
GS-0301-12, Permanent position.
Location of the Position: The position is site-specific and is located in Portland, OR.
Yes
X
Hosting Required
TOS Available
No
X
Authorizing Official
In work
Greg Kern
The Client Liaison position within the Customer Service and Support Area of the Chief Information Office in
the USDA Forest Service. This position is a member of a regional inter-disciplinary team located at a specific
regional office. Client Liaisons are a highly motivated group of program specialists who work with National
Forest and Lab leadership to address service delivery issues related to IT services, support, and projects. The
Client Liaison will serve as the entry point into the CIO and will have end-to-end ownership of this customer
interface. The Client Liaison will work directly for the R6 Supervisory IT Support Specialist and will provide
support to the regional interdisciplinary team by representing the field interest and perspective. The Client
Liaison will also bring any new service requests to the Business Liaison.
Duties of the Position:
Introductory Statement: The Chief Information Office (CIO) manages the Information Resources
environment for the Forest Service. This staff is responsible for facilitating the coordination with field and
Forest Service leadership to all information technology infrastructure, business applications, and information
management services. The CIO is also responsible for the Information Resources Governance process which
facilitates decision making for all information resource decisions supporting mission priorities.
This position is located on a Forest Service Unit.
Incumbent leads by example in defining a customer service culture to ensure that all customers are treated with
respect and civility. Ensures that whenever possible, works to cultivate partnerships with customers in
developing solutions to meet their needs.
Key Duties:
Keeps accurate records of discussions or correspondence with customers. Analyzes statistics or other data to
determine the level of customer service the organization is providing. Produces written information for
customers, often involving use of computer packages/software. Writes reports analyzing the customer service
that the organization provides. Visits customers on-site to provide a one-to-one service. Develops feedback or
complaints procedures for customers to use on a day-to-basis. Develops customer service procedures, policies
and standards for the organization. Provides help and advice to customers using products or services offered by
the organization. Communicates courteously with customers by telephone, email, letter and face-to-face.
CIO-210
Investigates and solves customers’ problems, which may be complex or long-standing problems that have been
passed on by leadership officials. Handles customer complaints or any major incidents, such as security issues,
procurement processes or issues with services provided.
Oversees the solicitation of requirements using interviews, document analysis, requirements workshops,
surveys, site visits, business process descriptions, use cases, scenarios, business analysis, and task and
workflow analysis. Critically evaluates information gathered from multiple sources, reconciles conflicts,
decomposes high-level information into details, abstracts up from low-level information to a general
understanding, and distinguishes user requests from the underlying true needs. Proactively communicates and
collaborates with external and internal customers to analyze information needs and functional requirements and
deliver the following artifacts as needed: Functional requirements, Business Requirements Document, Use
Cases, and Interface designs. Utilizes experience in using enterprise-wide requirements definition and
management systems and methodologies. Challenges business units on their assumptions of how they will
successfully execute their plans. Thoroughly understands how to interpret customer business needs and
translate them into application and operational requirements. Develops requirements and specifications
according to standard templates, using natural language. Collaborates with developers and subject matter
experts to establish the technical vision and analyze tradeoffs between usability and performance needs. Serves
as the liaison between the business units, technology teams and support teams.
Provides advice, guidance, and coaching to team members regarding mission, vision, operations, policies, and
procedures. Keeps abreast of changes in processes and implements or recommends implementation of
beneficial changes. Trains or secures training for customers in specific tasks and job techniques. Reports on the
status and progress of work and prepares production reports as requested. Estimates and reports on anticipated
work completion dates and remains aware of work progress to better inform the customer. Provides information
to the customer on any job peculiarities, special considerations, expected task or project completion time
frames and related requirements. Checks on projects during their development and upon completion to ensure
instructions have been complied with and quality requirements have been met. Represents the team in dealings
with leadership for the purpose of knowledge sharing and providing advice and counsel on business
requirements and securing needed information or decisions from the leadership on major work problems and
issues that arise.
BARGAINING UNIT STATUS: ELIGIBLE
Master Record No. 250861/011CIO
CIO-210
Chief Information Office
We sustain our Nation's forest and grasslands by delivering seamless
information solutions through our Customer Focus; Innovative Solutions; and,
Openness and Collaboration.
OUTREACH NOTICE
CLIENT LIAISON R6, PROGRAM SPECIALIST
GS-0301-12
Please send your interest form (see below) or any questions to the
CIO Outreach Team at CIO_Management_Support@fs.fed.us
Please respond as soon as possible but no later than
February 23, 2014
The purpose of this outreach is to determine the candidate pool and determine how wide to advertise
the position. If interested in this position, please fill out the below information and submit to the
above email address. A RESUME IS NOT REQUIRED AT THIS TIME.
In addition, this position will be advertised via USA Jobs (www.usajobs.gov) in the near future and
you must visit this site and apply for the position. You can create a search in USA Jobs that will notify
you when this position or similar positions are available for application.
For help with using USA Jobs view this You Tube video, including creating notifications
http://www.youtube.com/watch?v=ahg1fselvMg
For assistance with writing a federal resume view this You Tube Video
http://www.youtube.com/watch?v=8YX7o1PBoFk
Personal Information/Interest Form
Name:
Address:
E-Mail:
Are you currently a Federal employee:
Yes
No
If so, do you currently work in CIO:
Yes
No
Date:
/
/
Phone: (
)
-
Current Position/Title/Series/Grade/Effective date of
grade
CIO-210
If a Federal Employee, type of appointment you are
currently under:
Career
Career-Conditional
Excepted-ANILCA
Excepted VRA
Other
How did you hear about this position?
If more than one location is listed, which position are you located in?
Do you qualify for any of the following programs?
☐VRA – Veterans Recruitment Appointment Authority
☐VEOA – Veterans Employment Opportunity Authority
☐30% Disabled Veterans Appointing Authority
☐Schedule A Disabled Persons Hiring Authority
☐Pathways Student Hiring Authority
☐Military Spouse Hiring Authority
☐Prior AmeriCorps/VISTA
☐Prior Peace Corps
☐Reinstatement Rights
Briefly describe why you will be a quality candidate for this position: (Optional)